It consists of two parts in order to establish the theoretical infrastructure of secret shopper practices in food and beverage businesses and to evaluate the perspectives of managers on secret shopper practices. In the first part, firstly, the concept of mystery shopper and research..
Mystery Shopper Practices in Food and Beverage Businesses from Managers' Perspective
*Emrah YILDIZ-a,
Burhan KILIÇ-b
Summary
Mystery shopper practices affect the service quality of businesses; It is a method used to evaluate the standards set by the business with a professional eye and from the point of view of the customers. Even though mystery shopper applications are generally applied in a customer-oriented manner within the scope of marketing studies, it is necessary to evaluate mystery shopper and mystery shopper practices in order to understand the situation from the perspective of the managers in the business and to understand the situation of the mystery shopper application in the application process from the other side of the coin.
Evaluation of the opinions of the managers working in the enterprises that measure the service quality by using mystery shopper and their applications, gains importance in terms of including the opinions of the people who manage the service on the subject in the literature. Within the scope of the study, although the managers of the food and beverage businesses describe the secret shopper practices as a necessary practice in line with the effort to achieve the given targets and protect the quality standards, it has been revealed as a result of the evaluations that they expect some problems experienced during the implementation process to be resolved.
This work; It consists of two parts in order to establish the theoretical infrastructure of secret shopper practices in food and beverage businesses and to evaluate the perspectives of managers on secret shopper practices. In the first part, firstly, the concept of mystery shopper and research of the usage areas of mystery shopper applications are discussed. In the second part, the perspectives of the managers in the businesses that use secret customer practices and serve in the food and beverage sector in various provinces in Turkey (Antalya, Istanbul, Muğla) are examined.
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Mystery shopper practice has become a common method used to evaluate the service provided by employees who provide face-to-face service to customers, especially in service businesses. In terms of service businesses, the opinion that it would be beneficial to use mystery shopper practices as a method that helps to increase and measure the performance of employees in the creation of service quality and that can support customer satisfaction research comes to the fore (Tükeltürk, 2008, p. 55). One of the methods used to measure the quality of service businesses is mystery shopper practices, which involve the use of well-trained people who behave like normal customers (Hesselink and Wiele, 2003, p. 3). Özdemir and Eroğlu's (2009, p.
Wiele, Hesselink and Iwaarden (2005, p. 533) for the concept of "mystery shopper" mentioned in the research; Georgian (2007, p. 73) unknown client and shadow client; Liu, Su, Gan, and Chou (2014, p. 54) also use the terms ghost and anonymous customer, Yıldırgan, Met and Batman (2016, p. 59), service controller, test customer, mysterious customer. For the concept of “secret customer applications”, Oter, Olay and Kömürcü (2015, p. 381) secret shopping, confidential service, confidential evaluation, confidential service control; Özdemir and Eroğlu (2009, p. 357) mystery shopper research; Gürcü (2007, pp. 75-97) explained it as a mystery shopper study or stated that it could be disclosed. In this research, the terms “mystery shopper” and “mystery shopper practices” are used.
Considering how important the effectiveness of employees in service delivery is for businesses, it is not possible to ignore the effects of mystery shopping practices on employees (Taşkın, 2012, p. 1). The attitudes of employees who are directly related to customers are also very important in ensuring service quality. Because employees who are in contact with customers are service marketing personnel in a sense as service providers. Therefore, how employees interact with customers can often be more important than their skills in service delivery (Bowers & Martin, 2007, p. 90). While mystery shopper practices are a customer-oriented study within the scope of marketing efforts, it is also possible to realize a personnel-oriented perspective on the subject (Öter et al., 2015, p. 383).
In the mystery shopper research conducted by Tükeltürk (2008, p. 61), in order to have an effective mystery shopper application, the reactions of the employees to the mystery shopper applications etc. stated that such matters should be examined and determined. In this study, which evaluates the concept of mystery shopper, especially in
food and beverage businesses, from the perspectives of managers; It is also aimed to determine the attitudes of business managers towards secret customers.
Mystery Shopper and Mystery Shopper Application
In addition to the literature studies based on, although there are many studies on mystery shopper practices, only Saraç (2015)'s study about business employees, the front office employees of five-star chain hotels in Turkey evaluated mystery shopper evaluations in order to determine their emotional labor and behavioral results. one study was found. However, it is possible to see that mystery shopper studies are carried out in many sectors.
Banks, government agencies, hospitals, motor insurance companies, cargo-transport companies, real estate agents, travel agencies, tourism offices, hotels, restaurants, fast food industry, car rental companies, airline companies, metro stations, railway companies, There are various sectors such as electricity, gas, water suppliers, retailers, call centers, automobile manufacturers, gas stations, furniture stores (Erstad, 1998, p. 34; Wilson, 1998, p. 415; Gürcü, 2007, p. 78; Özdemir) and Eroğlu, 2009, pp. 357 - 381).
Mystery shopper is the person who observes the service delivery procedure from the customer's point of view (Liu et al., 2014, pp. 55-56). Mystery shopper behaves like a real customer in order to observe whether the quality processes and rules determined during the provision of the service are followed (Tükeltürk, 2008, p. 55). Businesses are trying to take precautions against the problems faced by the customers during the service delivery by using the method of mystery shopper. In this process; Subjects such as employee performance, product knowledge, sales performance, service quality, environment and space arrangement are evaluated (Yıldırgan et al., 2016, p. 60).
Mystery shopper applications provide businesses with serious data on auditing service processes and performance evaluation. Erstad (1998, p. 34) stated that mystery shopper practice in service businesses can be used as a tool to evaluate and improve customer service. However, some inconveniences and problems that may be experienced in practice, as well as advantageous aspects are also revealed by researchers (Erstad, 1998, p. 37; Tükeltürk, 2008, p. 59).
Advantages of mystery shopper applications; Businesses can see themselves through the eyes of the customers (Yücel, 2010, p. 41), measure the quality of the service provided according to the pre-set criteria, focus on the service characteristics of the contact personnel evaluated by the customers by focusing on the problem areas as a result of the information obtained from the results of the research and increasing the efficiency levels of the operations (Özdemir and Eroğlu, 2009, p. 361), providing the same service quality in all its units (Yıldırgan et al., 2016, p. 57), increase in customer satisfaction, increase in the performance of employees and the importance they attach to customers, ability to monitor competitors, failures in service processes and understanding or diagnosing the issues that need to be developed, determining the training needs effectively (Gürcü, 2007, p. 76).
The disadvantages of mystery shopper applications are; The sample tested was not large, it could happen on a bad day when the staff could not provide a service, some features related to the cognitive ability of the researcher affected the accuracy of the research (Özdemir & Eroğlu, 2009, p. 362), due to the very few mystery shopper visits and this visit coincided with a negative moment. Due to the fact that the evaluation is not healthy, the personality traits, (
cuisine And Healing) prejudices, etc. of the people who come as mystery customers. It can be expressed as the fact that the employee's performance is perceived as lower due to adverse conditions such as (Tükeltürk, 2008, p. 60), and that putting the personnel under pressure with the constant threat of mystery shopper may produce adverse results (Yıldırgan et al., 2016, p. 66).
Method
At the beginning of the study, a literature review on mystery shopping practices was made and secondary data were consulted. Qualitative research method was used and research questions were developed because it was suitable for the purpose of the research. In this context, a semi-structured interview form was created to guide the collection of data. In forming the questions of the interview form; literature review, three academicians who have studies on the subject and a sector representative who worked as both a manager and a secret customer in food and beverage businesses were used.
The reason why the interview method is preferred is that the data source related to the research subject is limited, and it is desired to obtain more in-depth and detailed information about the current situation. Thus, the comments developed and added during the interview were also included in the study. Snowball sampling method was used to reach the sample. The reason for determining the snowball sampling method is that businesses are conducting their secret shopper practices in a very secret way within themselves or through private companies.
Therefore, it is not possible to reach the official and open records regarding the mystery shopping practices of the enterprises and to determine the sample in a different way. This is also the biggest limitation of the study. In order to overcome this limited situation, it was effective that the researchers came from within the sector, got to know their representatives and had sector experience on the subject of study. Considering that the sample should best represent the universe, business managers with different characteristics were tried to be reached as much as possible. The interviews were conducted between 12.08.2016 – 03.10.2016 by managers and researchers working in Istanbul, Antalya and Muğla. A total of twelve interviews were conducted.
Before the interviews, an appointment was made with the managers and the meeting time was planned in advance. During the interviews, the interviews were recorded with a voice recorder with the permission of the participants. The average interview time with each participant varied between 10 and 30 minutes. Interviews were held via teleconference with three participants who could not get a face-to-face appointment. It was stated that the answers to the questions posed to the participants during the interviews would be used only for research purposes and that no name or institution name would be used in any way while interpreting these findings, and it was aimed to conduct the interview in a safe manner. The audio recordings obtained after the interviews were analyzed and transcribed and the findings were created.
Results
In this part of the research, the findings obtained in order to determine the perspectives of managers on mystery shopper practices are included. In the analysis of the data, it was coded using the descriptive analysis method and the results were grouped. Data obtained from the managers of the enterprises; The importance of the mystery shopper application, the business cycle of the mystery shopper application, the awareness of the mystery shopper application by the personnel, and the reservations about the mystery shopper application are grouped under four headings. The participants in the research are specified according to the occupational position ranking in Table 1.
The demographic characteristics of the participants in the study are given in Table 1. As can be seen in Table 1, most of the participants are in the age range of 36-40 (7 participants). One of the participants is female and eleven are male. Examining their professional positions; three service chefs, two restaurant managers, two chefs, a food and beverage manager, a human resources manager, a production manager, an assistant general manager and a coordinator. Considering the cities where the managers included in the research are located, the majority of them are in Istanbul (5), while the others are in Antalya (4) and Muğla (3).
Table.1 Demographic Characteristics of the Participants
|
Age
|
|
City
|
|
|
26 – 30
|
one
|
Antalya
|
4
|
|
31 – 35
|
2
|
Istanbul
|
5
|
|
36 – 40
|
7
|
Mugla
|
3
|
|
41 and above
|
2
|
Duration of Occupation
|
|
|
Gender
|
|
15 years – 16 years
|
one
|
|
Woman
|
one
|
16 years – 17 years
|
2
|
|
Male
|
11th
|
18 years – 19 years
|
one
|
|
Professional Position (Management Level)
|
|
19 years and more
|
8
|
|
1. Food and Beverage Business Coordinator
|
one
|
Level of education
|
|
|
2. Production Working in the Catering Business
Manager
|
one
|
Primary and Secondary School
|
-
|
|
3. Deputy General Manager (Hotel)
|
one
|
High School and Equivalent School
|
5
|
|
4. Human Resources Manager (Hotel)
|
one
|
Associate and Undergraduate Degree
|
5
|
|
5. Food and Beverage Manager (Hotel)
|
one
|
graduate
|
2
|
|
6. Restaurant Manager
|
one
|
Duration of Business
|
|
|
7. Restaurant Manager
|
one
|
1 month to 1 year
|
one
|
|
8. Service Chief (Hotel)
|
one
|
1 year – 2 years
|
3
|
|
9. Service Chief (Restaurant)
|
one
|
2 years – 3 years
|
4
|
|
10. Service Chief (Restaurant)
|
one
|
3 years and more
|
4
|
|
11. Ascibasi (Hotel)
|
one
|
|
|
|
12. Head Chef (Restaurant)
|
one
|
|
|
When the duration of the participants in the profession is examined, it is understood that they have mostly been in the profession for 19 years or more (8 participants). Considering the education level of the participants, it is seen that the majority of them are associate/undergraduate and high school graduates (10 participants). Finally, when the duration of the participants' stay in the enterprise is examined, it has been determined that they have been working in the same enterprise for 2 years or more.
The findings regarding the mystery shopper practice from the perspective of the participants are given under the following headings.
The Importance of Mystery Shopper Application
The opinions of the managers participating in the research on the importance of the mystery shopping practice are given below with the statements of the participants.
The number 1 participant explained the importance of the mystery shopper practice, “...well, we have our own internal audits, in terms of operational standard quality in general. But with a different perspective, someone's auditing the business allows us to fix ourselves better. They can see things that you cannot see from the outside…” Participants 3 and 5, on the other hand, supported the number 1 participant and stated that the secret shopper application contributed a lot, and that the correct application of the mystery shopper and an external eye would bring a lot to the business.
Participant number 11 emphasizes the importance of the mystery shopper application, “…operation blindness is now happening to all employees. You are ignoring certain issues in the operation. So you can't see, or rather, blindness is the wrong word. You can't see, a third eye is very different from the outside.
That's why Mr. Of course, the guest should come twice or three times a year and keep coming. At least, I find the application very useful in terms of knowing where we are, staying awake all the time, and always giving the target in terms of meeting the given targets...”
Participant number 7, supported by the statements of participant 2 and 6, said, “...of course, it is necessary to do this with the right people or with the right companies. Because there are really the right companies for these jobs, there are the right consultancy companies, there are units supported by the right universities, and business owners can act very well by getting support from these…” and pointed out the right auditor and the business.
The managers who participated in the research stated that the secret shopper practice, which is applied correctly, will support the achievement of the business goals and that an external eye will bring a lot to the business.
Business Cycle of Mystery Shopper Application
Information on how secret customers are identified, how they are used in the business, how the reports are evaluated, in short, the cycle of the mystery shopping practice within the business is given by the participants in the figure below.
Participant number 9 is who the mystery customers are; “... I can honestly say this. You know, these standards are set by companies, but they prefer people from the food and beverage industry. You know, to the best of my knowledge, they are looking for a bachelor's degree, that is, for those who do this job. But let me tell you, I don't know which department they graduated from. Because we can't see it. But in the reports we received, he was a male over 30 years old with a bachelor's degree. But before that, there were people who came as high school graduates. Like I said, they want a graduation degree. But as a matter of fact, they are definitely looking for sectoral information in confidential customers…”
Participant number 11 shows how secret customers conduct inspections. For example, when you sit in the restaurant, does the daily newspaper arrive in 3 minutes? A Mr., where there are many different criteria such as whether vacancies are taken immediately. There is a Guest application...” and he stated, “...after all, it puts concrete evidence in front of you. He puts photographs and voice recordings, of course it is reliable because it is concrete…” and expressed the reliability of the methods used by secret customers.
The number 1 participant's business cycle of mystery shopper practice more generally; “...mystery shopper firms choose people according to certain criteria. The one who understands the restaurant, the one who understands the food... We also have questions that we have prepared ourselves. There are ratings on what the mystery shopper will look out for when they come to our shops. They come, inspect our restaurants and present them to us in the form of reports ... when our customer reports arrive, the reports are sent to the managers and franchise bosses of the businesses.
We want a separate report from them with mutual confirmation, this is the case, reports came from the new customer, can you reply, correct, in case there is a mistake? As we understand, ninety-five percent of them already admit that there are such things...” Participant number 10 drew attention to the intensity of the business during the potential mystery shopper application; “It depends on the intensity of this operation, as much as possible according to those standards, frankly.
He is applying the standards. In that sense, it makes a great contribution. Yes, the mystery shopper has a great contribution to implement the standards mentioned in his report. I know that the mystery shopper will confirm this and I have to treat my guest in the same way. We are trying to move forward with the logic that if I act in that way, I will also please my guest…”
Participant number 8 emphasized the effectiveness of the work by saying that after the mystery shopper application, the results of the report were “…in particular, there are accurate determinations about the service flow, that is, about the service personnel…”.
Participant number 10, on the other hand, explained that the reports after the mystery shopper application were reassuring, “...it has to be looked at like this. There is a certain brand here. It has certain criteria. In conclusion, in terms of service with a certain standard, I think secret customer is a very correct application. So like I said, I trust your data. The data provided by the secret customer is also consistent with the observations we have already identified.
Because he gives us the name of the service personnel. It gives the date and time of the service flow that day. As I said, even if you are more or less a secret customer, you can comment on the operation flow of the service personnel and criticize the points given by the criteria there…”
Participant number 6 said that after the mystery shopper application, the application in the business said, “...I do something, especially keep their mail data. How do I share these with my employees? A training of them with my employees. We are sharing more of a written education rather than a verbal education and activating it again as a corrective and preventive preliminary action...”
In the statements they made about the cycle of secret shopper practice within the business, the managers participating in the research stated that they made highly accurate determinations by putting concrete evidence of secret customers.
Awareness of Mystery Shopper Application by Staff
Information about whether the personnel in the company were given information about the mystery shopper practice when they started working and whether they were able to detect secret customers during the mystery shopper practice are given below with the statements of the participants.
Participant number 1 said whether the newly recruited personnel were informed about the mystery shopper application, “...We are not talking about the regular personnel. But the top management, that is, the assistant business managers are aware of them. Normal personnel do not know at first, they know later, we do not tell when hiring…”
Participant number 5 says whether the newly recruited personnel are informed about the mystery shopper application or not, “...There is no training or information about this in any department. It is not done. No, not when the secret customer comes, but when the employee comes to the business, that is, is there a secret customer application in this business or not, how is the quality control process carried out. Does he have any prior knowledge about it? That's the real question. Now let me tell you... I didn't see it as a routinely applied system...”.
How the employees of the participating business number 4 are aware of the existence of secret customers; "... chain hotels like us are very professional in that regard, when anything happens, almost everyone informs each other in an incredibly fast manner in communication, so that the secret customer is ours, we take the necessary measures ourselves..." .
secret customers of employees of participating business No. 5; “...at the facility where I worked before, it was periodic. There was one secret guest coming every month, and of course everyone knew that.
So there was an expectation in that month. Since this is an expectation, the welcoming staff, especially at the front desk, is more careful. Especially from Turkish guests, there are secret guests. When we look at the summer months, it didn't exist until now. Now the number of Turkish guests has increased a bit. Very few Turkish guests were coming. It wasn't that hard to diagnose anyway. So it was immediately understandable. When it is understood, of course, as a normal reaction, the staff inform each other. It says that this guest may be a secret guest. And it definitely reacts...
There is a friendship, a friendship is in question. A bellboy who works side by side with each other at the front desk can tell the waiter to be careful because he might be a secret guest...”. Likewise, in the statement of participant number 5; “For example, I recognized the man through his glasses, as I illustrated. What are the secret guests doing, walking around with a voice recorder in his hand, with the camera in his glasses, I felt it from the camera on the edge of the glasses that I saw. After that, I realized that that man was a secret guest and shared it with the necessary friends and departments. The man got great service and left. But is that true?…” He explained how he identified the mystery shopper.
Participants numbered 2, 6, 7, 8, 9, and 10 said that it is not possible to detect confidential customers immediately, but after reading the details (name of staff, desk number, date, time, comments, etc.) in the reports prepared after the mystery shopping visit, the person's confidentiality He stated that they remember that he was a customer.
On the other hand, participant number 11 considered it wrong for the staff to inform each other when they identified secret customers, and explained the issue as follows; “...it's like this or something like our nation warning those coming from the opposite lane when it's on the radar. That is, because as a result, everyone's performance affects each other. We are in the same ship. After all, this is the information criteria. In other words, it can be considered as wrong, and it changes according to the perception of the person. But as a result, everyone warns each other about the decision taken because it will affect everyone.”
In their statements about the awareness of the mystery shopper application by the personnel, the managers participating in the research stated that the mystery shopper application was not mentioned in the recruitment process, and they informed each other when they noticed the mystery shopper.
Reservations About Mystery Shopper Practice
The participants' reservations about the mystery shopper practice, incomplete, inappropriate and negative situations of the operation, are stated with the statements of the participants as follows.
Participant number 2, from his past experiences with the mystery shopper practice; “...
Why were we so afraid? Because we saw everyone as a kind of secret customer and we took care to do our job at the top. Because when we come across a mystery shopper or if we get a minus point from the mystery shopper, that month's plus tip was reflected in our tip, and we also saw a lot of the following as a percentage of our salary. We have experienced that, due to the high score in the ratings given by the mystery shoppers, it also returns as a lot of money...” and drew attention to its negative effect on salaries and wages.
Participant number 3 stated an event related to the mystery shopper application; “...now the mystery shopper is actually the people who are assigned to determine the pros and cons of the hotel by being directed by a certain company. Unfortunately, there are those who follow their work in good faith when these people come, but there are also people who look at them with different ideas and different feelings. We can say that it is a system that benefits the hotel in general, when applied well. But I can say that we have witnessed many examples of people incriminating people and disturbing names when it is otherwise.
While we are working, we have two TVs in the lobby bar. Here, one has the golf channel open and one has the music channel, but both of them are muted. While I was sitting at the bar and drinking tea, a guest came. A Turkish guest asked the bartender to turn on lig tv. The bartender looked at me. I also said that you are a guest, and I was hungry for satisfaction. He opened the thing. He turned on Lig TV, there is a match broadcast. They started watching the match broadcast. After that, the guest started to chat with the bartender. Here is the topic that was opened from iddaa, I gave it to this. This is how much money he'll make if he wins.
It's back to when you're playing. Of course, 80 percent of the Turkish nation plays e, of course, and because he is a young child, he entered into this dialogue. Then a report came. The report says the staff says, opens the league TV, watching the match. They are having a love affair with each other. No one cares about the guests. Now this was not a nice trap. I witnessed it too. We were having meetings because I was a witness. When the Ghost Guest meeting results came, we were meeting with the general manager and I said it there. This is how our ghost guest behaved. In this way he set a trap. The room also stated that the child had to chat for the guest's satisfaction, so it was not a correct study…” and that secret customers can sometimes act biased.
Participant number 5 stated an event about the mystery shopper application, “...for example, a list of names is being made. That's probably what I think, because one of our female staff members served in the room service, we don't take them out, we don't have them sent, because it's inconvenient for the female staff to go to the room. Moreover, that female staff member was on a report at that time.
In other words, on the first day, the ghost guest worked the first day, the other days three days and the report four days. The name was determined and written entirely by shaking. This is how this person served me. Just because the edge of the salt shaker was dirty. Now, how true is this, how accurate is done. You know, who will we say in such a report? We will warn which personnel for what. It's not true or real. Things like this can happen. This is the situation…”
The managers who participated in the research stated that they should be fair with the right methods and determinations while conducting their audits of secret customers in their statements about their reservations about the mystery shopper practice.
Conclusion
The success of food and beverage businesses as labor-intensive businesses depends on the success of the people they employ, their attitudes towards the business and the sector. The attitudes and behaviors of the employees are also important in terms of service quality and customer satisfaction (Türkay, Kaya, & Birer, 2013, p. 998). It is possible to say that executives have a positive attitude towards mystery shopper practices in line with their long-term professional experience.
The managers who participated in the research stated that besides the many quality control methods that ensure service quality, the mystery shopper application is beneficial because there is a third eye or an outside observer from outside the company. In addition, managers of food and beverage businesses describe mystery shopper practices as a necessary practice in order to achieve the given targets and maintain quality standards. However, apart from many names researched in the literature and given to secret customers, a new name is “Mr. It has been determined that it is used as "Guest".
To name it in Turkish, it may be appropriate to refer to the concept as "Guest Customer" in order to generalize the concept, which does not actually make money for the business and whose direct translation is "men guest".
Managers of food and beverage businesses think that they have information about who identified the secret customers in the mystery shopper application cycle, thanks to the mystery shopper reports in their businesses, and that the mystery shoppers come from among the experienced people in the sector.
However, it is possible to say that it is an important element that will enable the correct determinations to be made by secret customers showing evidence in the report they submit after their visit. Contrary to the fact that the secret shopper application, which is stated in the studies in the literature (Gürcü, 2007, p. 86; Tükeltürk, 2008, p. 59), the employees must be informed, it has been determined that the managers do not share information about this issue during recruitment. It has been determined in line with the research that this type of information sharing is done only with the senior management, and not information is given to the other personnel.
It is possible to say that especially the managers working in chain hotels follow the secret customer visits by communicating with each other, and they predict the possible visit through the route of the mystery customer's inspection of the hotels, and they share this information with their colleagues. In addition, people who are constantly seen with items such as recorders and notebooks to collect evidence and who ask too many questions attract attention as potential mystery customers for business managers. In this respect, it would be appropriate to explain the precautions that will ensure that secret customers are not noticed in their training and to finish their practices when they are noticed.
Although it was stated during the research that mystery shopper practice was used as a method of punishing employees in the past years, it is possible to understand that today's perception of mystery shopper practice is to control and improve the quality standards of the enterprise. In the evaluations made by business managers, they stated that secret customers did not do their jobs with the right timing, although they were rarely encountered, and that they forced the employees in situations that would trap them in line with the secret customer reports. In order to prevent mystery customers from misusing their duties, evaluation criteria can be created to notify businesses that provide mystery customers.
Although there are many sectors and topics to be covered within the scope of mystery shopper practices, a feedback mechanism can be studied in future studies in which managers can also evaluate mystery shopper. In addition, the views and attitudes of personnel working in subordinate positions in businesses and encountering secret customers one-on-one, and their attitudes towards secret customer practices can be evaluated.
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As the head chef Ahmet ÖZDEMİR, I see the source:
Mr. *I sincerely thank Emrah YILDIZ-a, Burhan KILIÇ-b for their academic studies titled "Mystery Shopper Practices in Food and Beverage Businesses from the Perspective of Managers" and wish them success in their professional lives. It will definitely be considered as an example by those who need it in professional kitchens, related research and in the world of gastronomy.